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Job Description

Job Profile Summary

The Contact Centre & Engagement Platform Owner is a technical expert in all platforms used in the Contact Centre & Engagement team. This role is responsible for the technical performance and evolution of all contact centre and engagement platforms; ensuring the integrity, consistency and resilience of platform features and functions across geographies; as well as managing the backlog of defects, gaps and design features (including technical debt items) to ensure availability, reliability and performance to enable high quality service across Old Mutual.

The incumbent will be individually accountable for achieving results through own team and by collaborating with others within the Organisation 1- 2 years.

DESCRIBE THE MAIN ACTIVITIES OF THE JOB (DESCRIPTION)

Contact Centre and Engagement platform management – Manage the end-to-end lifecycle of Contact Centre and Engagement platforms, including ongoing improvement and operation of systems, as well as building skills and competencies across Old Mutual.

Design governance – Preside over design configuration decisions to ensure a seamless user experience that aligns with Old Mutual’s platform design strategy. This includes ensuring that the platform team is aligned with the design, business strategy, roadmap and platform governance policies.

Strategy and demand management – Support in creating the overall roadmap and shaping demand for enterprise platform consumption. Manage day-to-day demand, enhance initial demand requests and own the demand assessment process for Contact Centre and Engagement platforms.

Incident management – Ownership and oversight of all instances related to Contact Centre and Engagement platforms, the core platform team and any escalations.

Application/system support – Develop processes, guidance and tools that can effectively be used by the team and other stakeholders in the implementation of Contact Centre and Engagement platforms.

Agile software development frameworks and implementation – Demonstrate an understanding of Agile frameworks (e.g. Scrum, SAFe, LeSS) including their principles, roles, ceremonies and artifacts. Be able to articulate the differences and benefits of each framework and apply them to different project scenarios.

Best practice and industry standards – Define and implement industry standards and guidelines throughout the development lifecycle. This includes driving technical excellence by ensuring best practices, code quality standards and the adoption of emerging technologies and methodologies, as well as ensuring  process and data governance is adhered to and monitored.

Project management and governance – Ensure adherence to project timelines, budgets and quality standards, as well as identifying and mitigating risks as needed. Manage technology budgets, resources and vendor relationships effectively.

Leadership and mentorship

Provide leadership, guidance and mentorship to various levels within teams.

Guidance and Direction: Provides clear guidance and direction to team members, empowering them to achieve operational excellence standards while fostering a supportive and collaborative work environment.

Performance Optimization: Cultivates a climate conducive to optimal performance by fostering open communication, providing constructive feedback, and recognizing and celebrating team achievements to motivate and inspire continuous improvement.

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)

Qualification

Bachelor’s Degree in Computer Science, Information Systems or a related field. 

Agile certification from a recognised institution is advantageous

Attributes

Analytical

Problem-solving skills

Effective communication and team building skills

Proven leadership skills

Experience

Minimum of 8 years experience in managing technology development, implementation and ongoing improvement

Experience with Agile methodologies, e.g. SAFe, Scrum, Less, etc.

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)

Contact centre technologies, e.g. ACD, CRM systems, IVR, chatbots, etc.

Integration and deployment of engagement platforms

Business and systems analysis

Data analysis

Vendor management

SDLC and processes

Design, code, develop, test and implement integration and supporting application development components and systems. Perform business analysis and software analysis. May coordinate projects and perform system maintenance activities. OML roles mapped to this profile are Lead iOS Engineer, Lead Android Engineer, Senior Platform Engineer, Senior Software Engineer, RoA: Lead: Development & Customisation, Application Product Owner, Tech Lead, Web Tech Lead, Senior Analyst Programmer, OMF IT Senior Analyst Programmer, Developer2 and Technical Lead - API Development.

Skills

Action Planning, Application Development, Business Process Design, Computer Literacy, Data Management, Data Modeling, Evaluating Information, Identifying Customer Needs, Information Technology (IT) Support, Market Analysis, Oral Communications, Product Development, Technical Support, Technical Troubleshooting, Test Case Management, User Requirements Documentation, Web Development

Competencies

Business InsightCollaboratesCourageCultivates InnovationDecision QualityDrives ResultsEnsures AccountabilityManages Complexity

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent (Required)

Closing Date

21 July 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!